Stores & Services

Are stores open?

Yes, our stores in Auckland are open. Check here for your opening hours at your nearest store.

Are there any changes to store operating hours?

All stores will operate at their normal hours, apart from our Queenstown store, which will open at 8am and close at 8pm. Check here for your opening hours at your nearest store.

Safety

This is how our fulfilment centre teams are staying safe:
- Regular washing of hands, including before and after each break
- Regular sanitising of hands, including every time staff enter the packing area
- Social distancing with a minimum 2-metre separation
- Use of Personal Protective Equipment (PPE) for packers and drivers
- Minimum 15-minute breaks between shifts and split breaks for all staff to ensure social distancing is adhered to
- All work areas cleaned and surfaces sanitised between shifts
- Only two entry points onto the site per shift, where anyone must use hand sanitiser on entry
- No external visitors on site

Stores offering Click & Collect will: 
- Practise safe distancing at Click & Collect touchpoints. We will also have barriers, signage and other equipment to ensure social distancing 
- Ensure surfaces are wiped down each time a transaction has been completed 
- Provide wipes and a disposal bin for wipes used by customers and team members

What distancing precautions are in place in-store?

In order to maintain social distancing, we're limiting the number of customers in store at any one time. In most stores, a safe distance of 2 metres is required, both inside the stores and in queues outside. In some stores, we're using contact tracing which means you can shop within a 1-metre distance of other customers or team members. In case we're unable to maintain this distance, our team members will use appropriate PPE.

Will I have to queue to enter the store?

You will only have to queue if the number of people in a store at any one time is above the permissible limit. This limit is different for each store based on its size and will be strictly monitored by a team member at the store entrance. When the limit is reached, you will be admitted on a one-out one-in basis and therefore might have to join a queue. Please maintain a safe distance of 2 metres while doing so.

What additional hygiene practices are you using in store?

Besides regular wiping down and cleaning, there are hand sanitiser stations in stores that you can use.

Aren’t you putting more team members, the public at risk?

Our stores are open in line with government guidelines for Alert Level 2 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

Can I use changing rooms in store?

Yes, you can use changing rooms and we will ensure they are wiped down on a regular basis. Any clothing items that have been tried on cannot be tried by another customer for at least 24 hours.

What are your precautions for items like headphones etc?

While in Alert Level 2, you need to ask a team member for support if you would like to try certain items. You may try on wearable items such as headphones and watches. The items are sanitised by our team members after every trial.

How are self serve checkouts being kept safe?

We're only keeping every second checkout open and these will be sanitised on a regular basis throughout the day.

Why can’t I try on perfume?

As per government Alert Level 2 guidelines, we cannot keep tester bottles for you to use.

How do I know trolleys are clean?

We clean all high contact surfaces like trolleys regularly, however if you wish to do it yourself, we can provide you with paper towels and disinfectant spray.

Can I bring reuseable bags?

Yes, you can. However, you will need to pack them yourself and maintain a 2-metre distance from the team member at the checkout counter.

Will your store teams be provided with PPE gear?

Yes, our teams will be following PPE, hygiene and safe distancing processes in line with the government guidelines for Alert Level 2.

How are you protecting vulnerable team members?

Rest assured, we're following all government guidelines to ensure the safety of our vulnerable team members.

Payment

What payment types can I use?

We currently accept a range of payment methods including: 

Visa 
MasterCard 
American Express 
Warehouse Money Credit Cards 
UnionPay 
JCB 
Alipay (instore) 
ApplePay 

You can also pay using PayPal and internet banking through POLi online.

ZIP is also available with a minimum spend of $50.

What is the contactless Paywave limit?

You can do contactless Paywave payments up to $200 at our terminals. If you use ApplePay, there are no limits for contactless payments.

Can we still apply for finance?

Yes, you can apply for finance in store.

Are you offering laybys?

At this stage, we're not offering laybys but this will be reviewed shortly.

Delivery, Pickup & Returns

Are your deliveries contactless?

We’re shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot.

In case of oversized deliveries, we will coordinate directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

When will I get my order?

We'll try to get your order to you as quickly as we can. Due to unusually high demand, we are currently experiencing delivery delays. Please check our delivery page for the most up-to-date information on delivery timings.

If you're a registered user, you can track your order here.

Please note: We can’t guarantee your Click & Collect order will arrive quicker than a home delivery order. If you place an order for Click & Collect, we will notify you once your order is ready for collection. For more information on Click & Collect, please click here.

IMPORTANT: To comply with government safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location. The email will also contain guidelines about how the collection process will work.

Can I return a clothing item in store?

Yes, all of our returned items will be held in a non-contact area for 24 hours before being returned to shelf

Can I order over the phone?

If you aren’t able to order online, we’d love to help you with a secure phone order. 

Please call our Customer Care team on 0800 733 665 from 8am - 6pm, any day of the week to place your order. We’ll deliver to you as soon as possible.

Why have I only received some of the items in my order?

We are working as fast as we can to get your order out to you. Orders with multiple items may be delivered as separate packages.

If you have received part of your order, please rest assured we are working hard on getting the rest of the items to you as quickly as possible.

What will happen to my order if it was placed before lockdown?

If you placed an order before lockdown, please go through the information below:

Delivery Order Update

If we did not manage to ship your order before our temporary closure, here’s what you can do:

1. Await delivery: We’re processing all past orders as quickly as we can so your order might already be on its way or will be soon. If you're a registered user, you can track your order here.
If you have several items in your order, they may be sent out in multiple packages, arriving separately. Thank you for being patient.

2. Cancel your order: If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

Learn more about how deliveries work during Alert Level 2 here.


Click & Collect Order Update

IMPORTANT: To comply with safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location. The email will also contain guidelines about how the collection process will work.

If you were unable to collect your order before temporary closure, here’s what you can do:

1. Pick up: If you have been notified that your Click & Collect order is ready for pickup, you can head to your collection store. Please bring your order number and a valid ID. Click here to see if your store offers Click & Collect. 

2. Cancel your order: If you would like to cancel your Click & Collect order, please contact us via our online form and be sure to include your order number.

3. Contactless pickups: Our Click & Collect orders are contactless. Learn more about Click & Collect during Alert Level 2 here

Learn more about how Click & Collect works here.

How will queues be managed?

Our team members will be there to manage queues. They will also mark waiting points 2 metres apart so safe distancing can be maintained.

Can I cancel my order?

If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

I haven’t been notified that my order is ready yet. Why is it taking so long?

We're sorry but we're facing increased online demand and courier delays so please be patient. We will contact you soon. Please check our delivery page for the most up-to-date information on delivery timings. 

If you're a registered user, you can track your order here.

Has your returns policy changed?

To give you peace of mind, we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy to start from the beginning of Alert Level 2 and not the date of your purchase. Please note: Our standard Money Back Guarantee terms will apply to any products you return. 

For damaged or faulty product returns, please see our full returns policy here.

Can I return my order to my local store?

Yes, you can return your item to stores under Alert Level 2. To give you peace of mind, under COVID-19 we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy starting from the beginning of Alert Level 2 not the date of your purchase. 

For damaged or faulty product returns, please see our full returns policy here.

Can I exchange my product for another?

Yes, as long as it is still in a re-saleable condition. Please see our full returns policy here.

Contact Tracing

Do I have to sign in?

No, you don’t have to sign in.

Are you filming and recording my data?

We take your privacy seriously. When you shop with us, we may collect information from or about you, including CCTV footage and other security technologies. For details on how we handle your personal information, please see our Privacy Act.

Products & Services

Are there limits on products?

We’re anticipating high demand for certain items. To make sure all Kiwis have a fair chance of getting what they need, we’ve put some temporary limits on some items. These products can be clearly identified on their product pages.

Will I be able to get my order from store if I ordered online?

Yes, by using contactless Click & Collect. Learn more about Click & Collect here.

Will you be carrying out installations and assembly?

Yes, we can carry out assembly of products during Alert Level 2. Team members completing any assembly at your home will follow safety protocols in line with Ministry of Health guidelines and will maintain a 2-metre distance at all times.

Can I get my bike repaired?

Yes, our standard process will apply.

Will there be any restrictions on items?

Yes, there is a limit of two items per customer on gloves, hand sanitisers and face masks.

Will you take repairs/faulty items?

Yes. Please refer to our Returns Policy here

What will happen to my booking for services that I have already made?

If you made a booking for services prior to the lockdown, please contact our Customer Service team on 0800 733 665, 8am-6pm any day of the week, and we can reschedule the appointment.

What will happen to my item if I have sent it in for repair?

You will be able to pick up your item once we make sure the repair is complete.

OTHER (GENERAL)

Can I still order online?

Yes, you can still shop online and via the app, and we'll have your order delivered or ready for pickup as quickly as possible. Learn more about how deliveries and Click & Collect work.

Are your prices changing?

Our low prices are staying in place - no sales or promotions necessary.

I'm still confused, is there someone I can talk to?

If you are still unsure please contact us on 0800 422 274 Monday – Friday 8am-6pm, Weekends and Public Holidays 9am-4pm.

Click & Collect

How will safety be ensured for contactless Click & Collect under Level 2?

We have a PPE, Hygiene and Safe Distancing Policy that is in line with government guidance on operating safely under Alert Level 2. 

Under Level 2, stores will: 
- Practice safe distancing and to support this there will be barriers, signage and other equipment 
- Ensure surfaces, including trolleys, are cleaned regularly 
- Have hand sanitiser stations available at entries for customers 
- Have signs and radio announcements about safety 
- Ensure team members wear masks and gloves when the task they are undertaking requires it. They may also choose to wear it at other times if they prefer even when it isn’t required

Will Click & Collect be any faster than normal delivery?

We cannot guarantee that Click & Collect will be faster than home delivery. If your local store does not have stock, your order may be fulfilled from our central fulfilment centre or other stores and delivered to your local store for collection. 

Due to unusually high demand, Click & Collect pickups may take between 7 - 10 business days for standard sized items and 10 - 14 business days for oversize and rural.

Can I change my order that I am getting delivered to a contactless Click & Collect instead?

If you would like to change your delivery to contactless Click & Collect, please contact our Customer Care Team on 0800 422 274 and they will assist you in making the adjustment to your order.

Are you still running Click & Collect outside your stores?

No, since stores have reopened, Click & Collect orders will need to be picked up from inside the store. Click & Collect DriveThru is no longer available.

During what times will Click & Collect be open?

Click & Collect will run as per our store trading hours.

Is the Click & Collect option free?

Our contactless Click & Collect is free for both standard and small items. Oversized items (e.g. whiteware, pool tables, bikes, trampolines, larger furniture etc.) are charged at $20 for orders that include one or more oversized items.

How long will it take from ordering to collection?

Click & Collect delivery times vary by order. Please see our Click & Collect page for the most up-to-date information on Click & Collect delivery timings.

Please note: If your order is being transferred from another store, it may take a little longer.

Why is my ‘Click & Collect’ order taking so long? Can’t they just go into the store and grab the items that I want?

Your collection store might not have all the items you ordered in stock. Therefore, your order may need to be picked from elsewhere and sent to your Click & Collect location, causing the delay. We're sorry about this.

Can someone else collect my order for me?

Someone can collect the order for you but they will need to bring the order number and a valid ID so that we can note in our records who collected the order.

Can I cancel my Click & Collect order?

To cancel your order Click & Collect order, please contact us via our online form and be sure to include your order number.

I haven’t been notified that my order is ready yet. Why is it taking so long?

Your collection store might not have all the items you ordered in stock. Therefore, your order may need to be picked from elsewhere and sent to your Click & Collect location, causing the delay. We're sorry about this.

How will I know my order is ready for collection?

We will email you when your order is ready at your selected store for you to collect.

How will customers be identified at the point of collection?

A valid ID and your order number will be required for us to bring you your order.

How do I collect large bulky items from store?

If you require assistance lifting oversized or heavy items into your car, please speak to one of our team members and they will try to help you if they can do so safely.

Will the full range be available?

Yes, Click & Collect will be available across our usual full online range.

What if there’s no room in my boot?

We recommend that you leave sufficient empty space in your vehicle before you come to collect your package.

Aren’t you putting more team members and the public at risk?

Our teams will be operating in a contactless and safe way and in line with government Covid-19 guidelines.

What if something is missing from my order after I pick it up?

Please contact us via our online form and be sure to include your order number so we can resolve the issue as soon as possible.

How long will I have to wait in line when I come to pick up my order?

Due to unusually high number of orders, you may have to join a queue while collecting your order. For safety, please maintain a 2-metre distance with others while doing so.

What constitutes an oversized item?

Items like whiteware, pool tables, bikes, trampolines, larger furniture, etc. are considered oversized. Items can be identified as oversize on their product pages as well as in your cart when you place an order.

Are there any items which will not be available through the service owing to the size and weight of items?

Most items are available for Click & Collect. In case an item is not available for pickup, it will be mentioned on the product page online and you won't be able to place a Click & Collect order.

What if I am unable to lift my order into my vehicle?

Ideally if you cannot lift your item, we recommend that you have it delivered to your home. If you have turned up to collect your Click & Collect order and find it is too heavy, our team members will try and help if we can in a safe way. 

In case of large items, we will not be liable for any damage which occurs once the items have been handed over to you as part of the collection process. You will be responsible for ensuring your product is secure for the journey to your destination.

Can we use this service to order large items such as furniture and fridges?

Oversized items are available for contactless Click & Collect DriveThru but you should make sure you have room in your car or a trailer to be able to transport them home safely. (There is a $20 fee for orders with one or more oversized items). 

In case of large items, we will not be liable for damage which occurs once the items have been handed over to you as part of the collection process. You will be responsible for ensuring your product is secure for the journey to your destination.

I am still confused, is there someone I can talk to?

If you are still unsure, please contact us please contact us via our online form

Stores & Services

Are stores open?

At level 3, all Auckland stores are closed to the public for everyday shopping. Our full range of products is online for either delivery or contactless Click & Collect.

Are there any changes to store operating hours?

Our Auckland store are operating reduced hours for contactless Click & Collect pickups. Check here for your opening hours at your nearest store.

Safety

We're working safely in line with our PPE, Safe Distancing and Hygiene Policy which aligns with the government's COVID-19 guidelines around physical distancing and safe working, including additional cleaning measures.

What distancing precautions are in place in-store?

In order to maintain social distancing, we're limiting the number of customers in store at any one time. In most stores, a safe distance of 2 metres is required, both inside the stores and in queues outside. In some stores, we're using contact tracing which means you can shop within a 1-metre distance of other customers or team members. In case we're unable to maintain this distance, our team members will use appropriate PPE.

Will I have to queue to enter the store?

You will only have to queue if the number of people in a store at any one time is above the permissible limit. This limit is different for each store based on its size and will be strictly monitored by a team member at the store entrance. When the limit is reached, you will be admitted on a one-out one-in basis and therefore might have to join a queue. Please maintain a safe distance of 2 metres while doing so.

What additional hygiene practices are you using in store?

Besides regular wiping down and cleaning, there are hand sanitiser stations in stores that you can use.

Aren’t you putting more team members, the public at risk?

Our stores are open in line with government guidelines for Alert Level 2 and our team members are following safe distancing and hygiene protocols in line with these guidelines.

Can I use changing rooms in store?

Yes, you can use changing rooms and we will ensure they are wiped down on a regular basis. Any clothing items that have been tried on cannot be tried by another customer for at least 24 hours.

What are your precautions for items like headphones etc?

While in Alert Level 2, you need to ask a team member for support if you would like to try certain items. You may try on wearable items such as headphones and watches. The items are sanitised by our team members after every trial.

How are self serve checkouts being kept safe?

We're only keeping every second checkout open and these will be sanitised on a regular basis throughout the day.

Why can’t I try on perfume?

As per government Alert Level 2 guidelines, we cannot keep tester bottles for you to use.

How do I know trolleys are clean?

We clean all high contact surfaces like trolleys regularly, however if you wish to do it yourself, we can provide you with paper towels and disinfectant spray.

Can I bring reuseable bags?

Yes, you can. However, you will need to pack them yourself and maintain a 2-metre distance from the team member at the checkout counter.

Will your store teams be provided with PPE gear?

Yes, our teams will be following PPE, hygiene and safe distancing processes in line with the government guidelines for Alert Level 2.

How are you protecting vulnerable team members?

Rest assured, we're following all government guidelines to ensure the safety of our vulnerable team members.

Payment

What payment types can I use?

We currently accept a range of payment methods including: 

Visa 
MasterCard 
American Express 
Warehouse Money Credit Cards 
UnionPay 
JCB 
Alipay (instore) 
ApplePay 

You can also pay using PayPal and internet banking through POLi online.

ZIP is also available with a minimum spend of $50.

What is the contactless Paywave limit?

You can do contactless Paywave payments up to $200 at our terminals. If you use ApplePay, there are no limits for contactless payments.

Can we still apply for finance?

Yes, you can apply for finance in store.

Are you offering laybys?

At this stage, we're not offering laybys but this will be reviewed shortly.

Delivery, Pickup & Returns

What is the returns policy under Level 3?

To give you peace of mind, the following will be in place for purchases made during Alert Level 3.

Change of Mind: We have extended our 60 Day Money Back Guarantee Policy to begin at Alert Level 2 and not the date of your purchase. Please see our full Money Back Guarantee policy here.

If you have changed your mind and would like to return an item you no longer want, please hold on to it and visit any of our stores once we reopen under Alert Level 2. 

Our standard Money Back Guarantee terms will apply to any products you return.

Faulty, Damaged or Incorrect Orders: For most items, we will endeavour to replace or refund any faulty, damaged, or incorrect item.

Because of Alert Level 3 restrictions, some items may be harder to assess, repair, or organise for collection. We will work through solutions with you based on the nature of the product. Items most impacted are:

Technology Products such as Computers and Laptops

Oversize and Bulky items such as: Whiteware, pool tables, bikes, trampolines, larger furniture, etc.

To start the returns process for faulty, damaged, or incorrect orders, please fill out this online email form and provide any details which will help us resolve your matter.

Are your deliveries contactless?

We’re shipping with safety in mind. All NZ Post deliveries are contactless and will be left at your door or designated spot.

In case of oversized deliveries, we will coordinate directly with you to ensure there’s always a 2-metre distance between you and our delivery team.

When will I get my order?

We'll try to get your order to you as quickly as we can. Due to unusually high demand, we are currently experiencing delivery delays. Please check our delivery page for the most up-to-date information on delivery timings.

If you're a registered user, you can track your order here.

Please note: We can’t guarantee your Click & Collect order will arrive quicker than a home delivery order. If you place an order for Click & Collect, we will notify you once your order is ready for collection. For more information on Click & Collect, please click here.

IMPORTANT: To comply with government safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location. The email will also contain guidelines about how the collection process will work.

Can I return a clothing item in store?

Yes, all of our returned items will be held in a non-contact area for 24 hours before being returned to shelf

Can I order over the phone?

If you aren’t able to order online, we’d love to help you with a secure phone order. 

Please call our Customer Care team on 0800 733 665 from 8am - 6pm, any day of the week to place your order. We’ll deliver to you as soon as possible.

Why have I only received some of the items in my order?

We are working as fast as we can to get your order out to you. Orders with multiple items may be delivered as separate packages.

If you have received part of your order, please rest assured we are working hard on getting the rest of the items to you as quickly as possible.

What will happen to my order if it was placed before lockdown?

If you placed an order before lockdown, please go through the information below:

Delivery Order Update

If we did not manage to ship your order before our temporary closure, here’s what you can do:

1. Await delivery: We’re processing all past orders as quickly as we can so your order might already be on its way or will be soon. If you're a registered user, you can track your order here.
If you have several items in your order, they may be sent out in multiple packages, arriving separately. Thank you for being patient.

2. Cancel your order: If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

Learn more about how deliveries work during Alert Level 2 here.


Click & Collect Order Update

IMPORTANT: To comply with safety guidelines, you must wait until you receive an email stating your order is ready for collection before visiting us at a Click & Collect location. The email will also contain guidelines about how the collection process will work.

If you were unable to collect your order before temporary closure, here’s what you can do:

1. Pick up: If you have been notified that your Click & Collect order is ready for pickup, you can head to your collection store. Please bring your order number and a valid ID. Click here to see if your store offers Click & Collect. 

2. Cancel your order: If you would like to cancel your Click & Collect order, please contact us via our online form and be sure to include your order number.

3. Contactless pickups: Our Click & Collect orders are contactless. We also have 4 locations with DriveThru pickups. Learn more about Click & Collect during Alert Level 2 here

Learn more about how Click & Collect works here.

How will queues be managed?

Our team members will be there to manage queues. They will also mark waiting points 2 metres apart so safe distancing can be maintained.

Can I cancel my order?

If you would like to cancel your order, please contact us via our online form and be sure to include your order number.

I haven’t been notified that my order is ready yet. Why is it taking so long?

We're sorry but we're facing increased online demand and courier delays so please be patient. We will contact you soon. Please check our delivery page for the most up-to-date information on delivery timings. 

If you're a registered user, you can track your order here.

Has your returns policy changed?

To give you peace of mind, we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy to start from the beginning of Alert Level 2 and not the date of your purchase. Please note: Our standard Money Back Guarantee terms will apply to any products you return. 

For damaged or faulty product returns, please see our full returns policy here.

Can I return my order to my local store?

Yes, you can return your item to stores under Alert Level 2. To give you peace of mind, under COVID-19 we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy starting from the beginning of Alert Level 2 not the date of your purchase. 

For damaged or faulty product returns, please see our full returns policy here.

Can I exchange my product for another?

Yes, as long as it is still in a re-saleable condition. Please see our full returns policy here.

Contact Tracing

Do I have to sign in?

No, you don’t have to sign in.

Are you filming and recording my data?

We take your privacy seriously. When you shop with us, we may collect information from or about you, including CCTV footage and other security technologies. For details on how we handle your personal information, please see our Privacy Act.

Products & Services

Are there limits on products?

We’re anticipating high demand for certain items. To make sure everyone has a fair chance of getting what they need, we’ve put some temporary limits on some items. These products can be clearly identified on their product pages.

Will I be able to get my order from store if I ordered online?

Yes, by using contactless Click & Collect. Learn more about Click & Collect here.

Will you be carrying out installations and assembly?

Yes, we can carry out assembly of products during Alert Level 2. Team members completing any assembly at your home will follow safety protocols in line with Ministry of Health guidelines and will maintain a 2-metre distance at all times.

Can I get my bike repaired?

Yes, our standard process will apply.

Will there be any restrictions on items?

Yes, there is a limit of two items per customer on gloves, hand sanitisers and face masks.

Will you take repairs/faulty items?

Yes. Please refer to our Returns Policy here

What will happen to my booking for services that I have already made?

If you made a booking for services prior to the lockdown, please contact our Customer Service team on 0800 733 665, 8am-6pm any day of the week, and we can reschedule the appointment.

What will happen to my item if I have sent it in for repair?

You will be able to pick up your item once we make sure the repair is complete.

OTHER (GENERAL)

Can I still order online?

Yes, you can still shop online and via the app, and we'll have your order delivered or ready for pickup as quickly as possible. Learn more about how deliveries and Click & Collect work.

Are your prices changing?

Our low prices are staying in place - no sales or promotions necessary.

I'm still confused, is there someone I can talk to?

If you are still unsure please contact us on 0800 422 274 Monday – Friday 8am-6pm, Weekends and Public Holidays 9am-4pm.

Click & Collect

How will the contactless ‘Click and Collect’ service work?

You can place a contactless Click & Collect order online and select the store you’d like to pick up from. You will be notified via email and text. There will be a pick-up point outside the store where you can provide your order number and collect your items in a safe and contactless way. Please bring your order number and the surname associated to the order along with your ID.

What is the benefit of contactless ‘Click & Collect’ over home delivery?

We wanted to offer Kiwis another way to shop safely as we move to Alert Level 3. While we can’t open our stores during this time, we can offer another safe and secure way for people to shop that is free for most items, with only a small charge for oversize items.

Aren’t you putting more team members, the public at risk?

Our teams will be operating in a contactless and safe way, in line with government COVID-19 guidelines.

Will the full product range be available?

At Level 3 we will be offering both contactless Click & Collect and home delivery on the full online range. If there is a store that also contains a Warehouse Stationery store, items for Warehouse Stationery will also be able to be ordered.

I haven’t been notified that my order is ready yet. Why is it taking so long?

Our team is working hard to get all of your orders ready to collect as fast as possible. Some stores may not have the product in stock, so we will either be fulfilling your order from our central fulfillment centre or relying on our suppliers and their distribution network to help. Unfortunately, we are unable to transfer between stores during this time as we are focusing on using our fleet to move products from our distribution centre to stores where they are urgently needed. 

Where there is a delay, we will endeavour to let you know. Rest assured, we are working hard to ensure we can fufil your order as soon as possible.

How will you notify customers that their orders are ready for collection?

We will email and/or text you when your order is ready at your selected store for you to collect.

How will customers be identified at the point of collection?

Customers collecting online orders may be asked to provide identification before items are released.

What form of ID do you accept?

Please bring your order number and the surname associated with the order along with your ID. ID types we accept are: Driver's Licence , Passport, Police ID, or NZ Defence Force ID. We also accept Visa, MasterCard, Diner's Card, AMEX, and NZ EFTPOS cards provided they have the customer's name imprinted and a signature.

How will safety be ensured at the point of collection?

Team members will be able to serve you contactlessly while using PPE under strict hygiene and safe distancing controls.

Is there a limit on products which can be ordered and collected?

Not at this stage. Customers can order from the full product range, however we encourage them to be mindful of their ability to transport their items safely after collection.

Why don’t you just take stock from more stores and deliver it as normal instead of endangering more staff and customers by introducing contactless ‘Click & Collect’?

The safety of our team is paramount. They are following strict safety protocols and have access to PPE to keep them safe. The transaction itself will be contactless.

How will safety be ensured for contactless ‘Click & Collect’ under level 3?

We have a PPE, Hygiene and Safe Distancing Policy that is in line with government guidance on operating safely under alert level 3. Under level 3, stores offering contactless Click & Collect will: 

Practice safe distancing at the contactless Click & Collect touch points. To support distancing there will be barriers, signage, and other equipment; 

Ensure surfaces are cleaned down each time a transaction has been completed; 

Any two-person lifting of products or orders will be permitted only if team members use gloves and face masks to complete this task.

Why is my contactless Click & Collect order taking so long? Can’t they just go into the store and grab the items that I want?

Your collection store might not have all the items you ordered in stock, so your order may be picked from our online fulfilment centre and sent to your collection store. This would account for the extra waiting time.

Why can’t you just open your stores? We are driving to your stores to pick up our items anyway.

Under Alert Level 3 we can only provide a contactless Click & Collect service. We can't open our stores for regular retail.

Will your store teams be provided with PPE gear?

Yes, and our teams will be adhering to our PPE, Hygiene and Safe distancing processes which align with the government COVID-19 guidelines.

Can I return my order to my local store?

Unfortunately, we aren’t accepting returns to our stores under Alert Level 3. You can return your item once we reopen our stores under Alert Level 2. To give you peace of mind, under COVID-19 we have temporarily changed our 60 days Money Back Guarantee (change of mind) policy starting from the beginning of Alert Level 2 not the date of your purchase. 

For damaged or faulty product returns, please see our full returns policy here.

What is the returns policy under Level 3?

To give you peace of mind, the following will be in place for purchases made during Level 3. 

Change of Mind: We have extended our 60 Day Money Back Guarantee Policy to begin at Alert Level 2 and not the date of your purchase. Please see our full Money Back Guarantee policy here.


If you have changed your mind and would like to return an item you no longer want, please hold on to it and visit any of our stores once we reopen under Alert Level 2.  

Our standard Money Back Guarantee terms will apply to any products you return. 

Faulty, Damaged or Incorrect Orders: For most items, we will endeavor to replace or refund any faulty, damaged or incorrect item. 

Because of Level 3 restrictions, some items may be harder to assess, repair, or organise for collection. We will work through solutions with you based on the nature of the product. Items most impacted are: 

Technology Products such as Computers and Laptops 

Oversize and Bulky items such as: Whiteware, pool tables, bikes, trampolines, larger furniture etc. 

To start the returns process for faulty, damaged or incorrect orders, please fill out this online email form and provide any details which will help us resolve your matter.

Is the contactless 'Click & Collect’ option free?

Our contactless Click & Collect is free for both standard and small items. Oversized items (e.g. whiteware, pool tables, bikes, trampolines, larger furniture etc.) are charged at $20 for orders that include one or more oversized items. Please visit our ‘Click & Collect’ page for more information.

How much is contactless ‘Click & Collect’ for oversized items?

We charge $20 for contactless Click & Collect for orders that include one or more oversized items (e.g. whiteware, pool tables, bikes, trampolines, larger furniture etc.). Please visit our Click & Collect page for more information.

Can someone else collect my order for me?

Someone can collect the order for you, but they will need to bring the order number and the surname of the person who ordered it. They may also be asked to present their ID so that we can note in our records who collected the order.

What payment types can I use?

We currently accept the following credit cards: 

Visa 

MasterCard 

American Express 

Warehouse Money Credit Cards 

You can also pay using PayPal and internet banking through POLi. 

ZIP: is also available with a minimum spend of $50

Can I cancel my contactless ‘Click & Collect’ order?

If you would like to cancel your contactless Click & Collect order, please email us at OnlineEnquiries@thewarehouse.co.nz and be sure to include your order number.

I am still confused, is there someone I can talk to?

If you are still unsure, please contact us on 0800 422 274 Monday – Friday 8am-6pm, Weekends and Public Holidays 9am-4pm.